DELL FOUNDATIONS TRAINING FOR ALIENWARE

DELL FOUNDATIONS
TRAINING FOR
ALIENWARE
Duration 90 Minutes
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Dell Confidential
INTRODUCTION
This Dell Foundations course for
Alienware presents an overview of
Dell’s Alienware portfolio,
troubleshooting guidelines, Need to
Know callouts for selected systems,
and information on how to perform
replacement of Dell Alienware parts.
This course is designed to provide
collective information across all Alienware
systems. For specific product information
on each Dell system, refer to course
materials for the system you require.
COURSE OBJECTIVES
AT THE END OF THE COURSE,
YOU WILL BE ABLE TO:
o Explain the positioning of the
Alienware portfolio and list the
products within the portfolio.
o Define safety and troubleshooting best
practices, state commonly required
tools, and list additional technical
resources available.
o For each of the Alienware product
Need to Know procedures, recall the
callouts for each disassembly and
reassembly procedure demonstrated.
COURSE OVERVIEW
This course is made up 6 sections - Introduction , Product Portfolio, Fundamentals, Need to
Know, Summary and an Assessment to certify completion.
This course is
designed to provide
collective
information across
all Alienware
systems. For specific
product information
on each Dell system,
refer to the course
materials for the
system you require.
PRODUCT PORTFOLIO
Alienware Notebooks Portfolio Overview
The Alienware series of notebook
computers share these features:
o Edge to Edge display
o Latchless LCD
o Unique Lighting Effects managed by
Alien Command Center Utility
o Unique Keyboard Lock LED's order :
Scroll Lock, Caps Lock and Num Lock
Alienware M11x Overview
• 11.6 HD LCD Display with Truelife
• Intel Core i3, i5 or i7 CPU options
• 2GB to 16GB DDR3 Memory
• 250 GB to 750 GB SATA HDD or
256 GB Solid State HDD
• Integrated Intel or discrete
NVIDIA GeForce graphics
• USB 3.0 ports
• 5.1 surround-sound Klipsch
speakers or integrated Realtek
Alienware M14x Overview
• 14” HD LCD Display with
TrueLife
• Intel Core i5 or i7 CPU options
• 2 GB to 16 GB DDR3 Memory
• 500 GB to 1 TB SATA HDD or
512 GB Solid State HDD
• mSATA SSD option
• RAID 0 & 1 option (Dual Drive)
• Integrated Intel HD or discrete
NVIDIA GeForce graphics
• USB 3.0 ports
• Creative Sound Blaster 3D HD
5.1 Audio
Alienware M17x Overview
• 17.3” HD + WLED
• Intel Core i7 CPU
• 4 GB to 32 GB DDR3 Memory
• 500 GB to 1 TB SATA HDD or 256
GB Solid State HDD
• mSATA SSD option
• RAID 0 & 1 option (Dual Drive)
• Integrated Intel HD or discrete
NVIDIA GTX graphics
• USB 3.0 ports
• Creative Sound Blaster 3D HD 5.1
Audio
Alienware M18x Overview
• 18.4” FHD WLED TrueLife
• Intel Core i7 CPU
• 4 GB to 32 GB DDR3 Memory
• 500 GB to 1 TB SATA HDD
• mSATA SSD option
• RAID 0 & 1 option (Triple Drive)
• Integrated Intel HD or discrete
NVIDIA GTX graphics
• USB 3.0 ports
• Creative Sound Blaster 3D HD 5.1
Audio
Alienware Desktops Portfolio Overview
The Alienware series of desktop computers
have a number of unique features
including:
o Edge to Edge display
o Unique Lighting Effects managed by Alien
Command Center Utility
o Unique integrated cable management system
provides a simple and effective means of
organizing and protecting external device and
peripheral cables
o AlienIce Video Cooling System keeps critical
system components running at peak
performance
Alienware X51 Overview
• Intel Core i3, i5, i7 CPU options
• 6 GB to 16 GB DDR3 Memory
• 1 TB and 2 TB SATA HDD
• NVIDIA GT or GTX graphics
options
• DW1502 Wireless-N Mini-Card
• Internal High-Definition 7.1
Performance Audio with WAVES
MAXX Audio
• Two USB 3.0
Alienware Aurora Overview
• Intel Core i7 CPU
• 8 GB to 32 GB DDR3 Memory
• 1 TB to 3 TB SATA HDD
• Blu-Ray Disc Drive
• NVIDIA GeForce or AMD Radeon
graphics
• SuperSpeed USB 3.0
• Creative Sound Blaster X-Fi
options
• Alienware High-Performance
CPU Liquid Cooling
PROPERTIES
On passing, 'Finish' button:
On failing, 'Finish' button:
Allow user to leave quiz:
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This course is
designed to provide
collective
information across
all Alienware
systems. For specific
product information
on each Dell system,
refer to the course
materials for the
system you require.
FUNDAMENTALS
OBJECTIVES
At the end of the module, you will be able to:
o Define general safety procedures.
o Utilize Alienware repair best practices.
o Confirm your Service Tag.
o List available diagnostic tools and indicators.
o State troubleshooting guidelines.
o State commonly required tools.
o List additional technical resources available.
CATEGORIES
General Safety
Precautions
GENERAL SAFETY PRECAUTIONS
1
Turn off the system and any attached
peripherals.
2
Disconnect the system and any attached
peripherals from AC power, and remove the
battery.
3
Disconnect network or telephone lines
from the system.
4
Use a wrist grounding strap and mat when
working inside any computer system.
5
6
After removing any system component,
carefully place the removed
component on an anti-static mat.
Wear shoes with non-conductive
rubber soles.
ELECTROSTATIC DISCHARGE (ESD)
ESD is a major concern when handling components. Very slight charges can damage circuits. ESD
damage may occur immediately or it may result in intermittent problems or a shortened product lifespan.
Use only a properly grounded ESD wrist strap. Wireless
anti-static straps are inadequate. ESD mat should be properly
grounded. If work surface is not grounded, connect to a
metal surface, such as table or desk .
Simply touching the chassis before handling parts is not
adequate protection.
Handle all static-sensitive components in a static-safe area.
If possible, use anti-static floor and workbench pads.
Handle static-sensitive components by the edges.
Avoid touching pins and circuit boards.
When unpacking a static-sensitive component, do not remove
it from the anti-static package until ready for installation.
Before opening the anti-static package, discharge static
electricity.
Before transporting a static-sensitive component,
place it in an anti-static container or package.
PREVENTING ELECTROSTATIC DAMAGE
This
demonstration will
show:
How static electricity
destroys equipment.
How to prevent
electrostatic damage.
How to transport
static-sensitive items.
Best Practices
CONFIRM YOUR SERVICE TAG
Always check the service tag to ensure you are servicing the correct system.
General Guidelines
Start the troubleshooting process before
opening a part's sealed packaging.
If you have received more than one part,
verify the failed component prior to
opening a part’s packaging.
It is vital to verify the fix.
Take extra care to ensure that
the problem is solved after
troubleshooting and that no
other problem exists.
Many issues can be addressed with the
latest version of BIOS. Whenever
possible, always download and install the
latest BIOS revision prior to
troubleshooting.
NOTE: Troubleshooting prior to parts replacement is not always an option. Always follow process and
dispatch instructions.
Repackaging
Parts that are returned to Dell should be repackaged in the same manner in which they were received.
Electro-static bags, socket covers, and LCD protective materials such as Mylar screen covers are examples
highlighted below. Also, some system boards are shipped with Daughter boards attached. Technicians are
required to return the fully assembled system board with daughterboard to avoid transit damage back to
Dell. Below is an example a common repackaging issue:
Every dispatched system board has a ZIF socket T cover
installed to protect the pins on the system board when
shipped for repair. All field technicians must return the
defective system board with the cover properly attached
to the Socket T on the service board to prevent the pins
from being damaged during transportation.
Repackaging – Parts Unpacking
All parts including
motherboards, cards,
HDD, etc. must be
handled by lifting
and holding from
the edges or sides.
Avoid touching the
surface or bottom of
the parts.
Do not break the tamper proof seal on the ESD bag unless you
intend to install the part immediately.
Verify the part. If you have questions contact technical support.
Place the box on a secure surface and break the tamper proof
seal with a safe tool. Carefully open the package top or lid.
Visually inspect the foam and the part was packaged
correctly. Remove upper layer of foam from the box.
If the part contained in the box was secured properly
without visible damage, continue with next steps.
Using approved ESD procedures, carefully remove the part
from the box by lifting the part from the edge or side. If
needed, place the part on a secure ESD surface. Never stack
parts on top of each other.
If the part has visible damage, do not use the part. Contact
tech support to dispatch another part. Return the part with a
description of the damage.
Repackaging – LCD Module
Parts that are returned to Dell should be repackaged in the same manner
in which they were received.
Insert unit into new ESD bag. Fold the ESD bag to the front and
place the first PPID* (Piece Part ID) Package label on the ESD
bag. Ensure the label position is placed evenly on the three
surfaces of the ESD bag.
For repacking, use the same box the part arrived with foam
inserts. Ensure the box has the bottom packaging foam and the
side packaging foam inserts.
Place the LCD unit into box enclosed with the foam packing.
Fold the excess portion of the ESD bag to the back and place
the panel in the box facing down.
Apply the final foam insert on top of the unit. Close the box
top and insert the lid tabs into the slots on the left and
right edge. Complete the traveller (sticker) if required.
Place extra parts between the
upper covering foam insert and
the box lid. Only small service
kit part such as cables, inverter,
converts are allowed, use plastic
bag if available.
* Every Dell part has a unique PPID with barcode
Where an LCD clamshell is
available, the LCD must be
oriented with the panel face
up and the top of panel on
the hinge side of clamshell.
LCD Handling

When handling LCDs:
Always handle LCD from side/edge with both hands.

Never lift or handle LCD with a single hand. Never handle the
LCD from top or bottom.



Never apply pressure to the backside of the LCD. Never
place objects on the surface of the LCD.
Repackaging – Printed Circuit Board Assembly (PCBA)
Parts that are returned to Dell should be repackaged in the
same manner in which they were received.
Carefully insert board into ESD bag ensuring components are
not pulled or knocked off.
Fold the top part of the ESD bag and re-tape.
Pack the board into the foam inserts of a Dell approved
box, with the bottom of the board down and the surface of
the board facing up. The PPID sticker should be placed on
top.
Place covering foam over the unit. Close the box top and
insert the lid tabs into the slots on the left and right edge.
Place small extra
parts between the
upper covering
foam insert and
the box lid.
Hold and carry
motherboards
using both hands.
PCBA’s are very
susceptible to handling
damage.
Ensure ESD methods
are applied when
handling PCBA’s.
System Motherboard Replacement – Service Tag Utility
Entering Service Tag:
Press F2 after poweron to enter BIOS (boots
directly into BIOS
Service Tag field in
some models)
Always reset the Service Tag
after a system board
replacement. Ensure that
you enter the Service Tag
information correctly.
.
Replacement
Motherboards allow
the Service Tag to be
entered without a
BIOS CD*
.
Navigate to
Maintenance field, then
enter Service Tag , and
confirm
If Maintenance field is
not present, navigate
to System Info, then
Security Info field to
enter Service Tag
Windows 8 Operating System requires
BIOS to be set to UEFI mode.
* Older products may be supplied with a BIOS CD. If supplied, the BIOS. CD should be
used.
Diagnostics and
Indicators
DIAGNOSTICS AND INDICATORS
POST – LED Indicators and Beep Codes
BIOS
ePSA
(enhanced Pre-Boot System Assessment)
Alien Autopsy
PC Checkup
Alien ReSpawn
Alien Command Center
Alienware Resource DVD
Windows Recovery Environment
(WinRE)
LED Indicators
LED Behavior
Blue is the default power
button color, but the color
can be changed in AlienFX,
within Alien Command
Center.
Description
Solid blue color
Battery charging
with AC adapter.
Blue color off
Battery fully
charged by AC
adapter.
Blinking blue color
Battery status
abnormal (the
battery may be
over heating or
experiencing a
communication
failure).
Beep Codes
The computer may emit a series of beeps during start-up if there are errors.
This series of beeps, called a beep code, identifies a problem.
Error Description
No. of
Beeps
1
System Board, covers BIOS corruption or ROM error
2
No Memory / RAM detected
3
System Board Chipset Failure
4
Memory failure
5
CMOS battery failure
6
Video card / chip failure
7
CPU failure
8
LCD failure
PROPERTIES
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Power On Self-Test (POST) Codes
During POST, the system uses the
Power/Battery LED indicator located
centrally above the keyboard to display
error codes.
A series of beeps might be emitted
during start-up in the event of a problem.
Always check system-specific
documentation to identify error codes.
The Boot Menu can be
accessed by pressing
<F12> during POST.
BIOS Details
What?
Basic Input/Output System
Activates all hardware required to
boot including:
o
Chipsets
o
Processors and Caches
o
System Memory
o
Internal Drives
o
Graphics and Audio Controllers
o
Internal Expansion Cards
Why?
Why Use BIOS?
Verify devices are connected.
Report on the computer hardware
including:
o
Hard Drive Size
o
Amount of Memory
o
Current Processor Information
Make adjustments to hardware
functionality:
Some of the reasons you
may need to go into the
BIOS.
o
Hardware configuration
o
Date and Time
o
Boot Sequence
o
System and Hard Drive Passwords
o
Restore Default Configuration
How to Use BIOS
How?
Restart your computer.
At the first text on the screen or
when the Dell™ logo appears,
tap <F2> until the message
Entering Setup appears
Alternatively, press <F12> then
select BIOS Setup from the
Boot Options menu
UEFI BIOS
The UEFI (Unified Extensible Firmware Interface) specification defines a new model for
the interface between PC OS and platform firmware
Dell UEFI BIOS implementation
supersedes the older BIOS in the
portables and desktop products
into one single UEFI BIOS
UEFI BIOS is responsible for
booting an OS as well as running
pre-boot applications,
such as ePSA
There is no difference in the boot
sequence unless the UEFI option is
checked in the 'Boot Sequence'
setting in the BIOS page
Windows 8 operating systems requires
BIOS to be set to UEFI mode.
Enhanced Preboot System Assessment (ePSA)
The ePSA help screen can
be accessed pressing
<F12> during POST, and
then selecting Diagnostics
ePSA has replaced Dell
32-bit Diagnostics
The Preboot Assessment tool
can be accessed from the
BIOS or run from external
media.
ePSA provides advanced
diagnostics on a range of
devices including:
Power Supply
Battery
Processor
Memory
Drives
Thermals
Display
Other Components
Run ePSA after the fix to
verify repairs.
ePSA Download Files
ePSA began shipping on new products, in March 2011, and is embedded in
BIOS. For older products, a version of ePSA can be used from a bootable USB
key. Please refer to the Quick Links in Dell's learning management system
for instructions and download files for the USB key version.
ePSA Comparison with PSA
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Alien Autopsy – Alienware Diagnostics
Features
System Information
System Alerts
Backup & Recovery (Respawn)
Training & Tutorials
Drivers and Downloads
Provides all the Diagnostic, Troubleshooting, and Alert
notification features of Dell Support Center 3.1.
PC Checkup
PC Checkup - PC Doctor Diagnostics
PC Checkup is a diagnostic tool
which verifies hardware integrity.
Default Scan in PC Checkup can
take up 10 minutes to complete. It
will run basic tests on all
detectable hardware in the
computer.
Advanced tests can also be ran on
individual components via
Custom Scan.
Provides automated fixes for
common configuration issues.
Launch PC Checkup from the
Alien Autopsy console.
Creates detailed reports that can
be used by Dell agents to help
resolve any issues quickly.
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Alien Respawn
Alien Respawn is a simple,
proactive solution to restore
personal data and system
settings in case of the OS
corruption.
In order to start the
recovery process, you will
need to make sure you have
the Alienware Recovery and
Support Discs. The
Alienware Support disc
contains drivers originally
installed on your computer.
You can also download the
latest drivers and software
from support.dell.com.
Back up all data before initiating a system
recovery.
PROPERTIES
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Alien Command Center
Alien Command Center
houses all of Alienware's
exclusive software programs
in a single, user-friendly
interface.
The Alienware Command
Center is a continuously
upgradeable control panel.
Alienware Command Center
can be launched from the
Windows Start menu as well
as using the QuickTouch
System Control Pad.
Alienware Command Center versions 2.6 and
later require Microsoft .NET Framework 4.
Alien Command Center Control Panel
AlienFX – Alienware’s chassis
color and transition effects
AlienFusion – Alienware’s
power management controls
AlienTouch – Touchpad
settings
AlienTactX – Macro Keys and
shortcut control panel
AlienAdrenaline – provides a
variety of pre-defined Game
mode environments
PROPERTIES
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Alienware Resource DVD
The Alienware™ Resource DVD
has drivers for integrated
system devices and
components.
In addition, the DVD has
Diagnostics Utility and
Applications for
Alienware systems.
After a clean installation of the
Microsoft Windows 7 Operating
System, device drivers and
software packages need to be
installed from the DVD.
Windows Recovery Environment (WinRE)
WinRE, or Windows
Recovery Environment is a
feature in Windows 7 which
offers several
troubleshooting options in
case of an operating system
failure.
Access WinRe by booting to the
Resource DVD.
Troubleshooting
The purpose of this section is not for detailed
troubleshooting. Instead, it is focused on best
practices to prevent the replacement of good
parts, improve customer satisfaction, and to
eliminate repeat dispatches. This information is
not meant to override or limit local practices.
Processors
Processors rarely fail.
Processor Troubleshooting Steps
can be found on the following slide.
Processor Troubleshooting Steps
Eliminate thermal
checks
Check BIOS or OS
event logs
Ensure fans are
operational
Ensure thermal
material is in place
Ensure heat sinks are
not obstructed
Check beep codes
Checking a beep
code involves
inducing an error
condition such as
removing all of the
memory
If the system beeps,
the processor is
performing basic
functions and is
likely not the source
of the problem
If the source of the
problem is unclear
but is either the
processor or the
system board,
replace the system
board first.
Overclocking
Overclocking is the process of making a
computer or component operate faster
than specified by the manufacturer by
modifying system parameters such as
CPU multiplier, memory timings and
clock frequency of the Central
Processing Unit (CPU), Graphical
Processing Unit (GPU), Memory, PCI,
and/or AGP devices.
Access Overclocking settings through the
F2 System Setup utility.
In setup, navigate to Advanced –
Performance Option – Overclocking
Features menu.
Alienware products use Overclocking with Intel Turbo Boost Technology.
Check the specific product service manual before changing the Overclocking settings.
PROPERTIES
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Memory
Like processors, a very high
percentage of memory
modules received after
repair have no defects.
Do not open the DIMM packaging before
confirming a bad module.
All the memory in a system
is unlikely to fail at the same
time.
Memory Troubleshooting Steps
Reseat the memory
modules (DIMM), and
recheck for a memory
error.
If there is more than
1 DIMM, remove all
but the memory in
the
first
slot.
If the
error
remains,
swap out the other
DIMM into the same
slot
If the error remains, it's
likely a system board
(DIMM connector)
If the error is gone, then
the first module was
bad
For memory
troubleshooting steps
refer to next page
If bad memory is
confirmed, replace
only the confirmed
bad DIMM, unless
specified on Dell's
dispatch notes.
Boot Issues-Considerations
BEFORE REPLACING A
HARD DRIVE
Run the hard drive self-test
o Run from ePSA.
o Running the hard drive self-test
is 90% effective and takes less
than 7 minutes no matter what
size hard drive is being tested.
Boot Issues- Troubleshooting Steps
1
Power on system
and press <F2>
for BIOS.
a
b
2
Arrow down to
hard drive field.
c
3
4
If HDD is not
detected, shut
down machine
and reseat
connector.
If HDD is
detected, power
off and run
ePSA, shown,
steps A through
E.
d
e
Power on the system.
At the Dell splash screen
press <F12> until the onetime boot menu appears. The
user will be provided a menu.
Arrow down to "Diagnostics"
and press <Enter>. PSA
Diagnostics is now launched.
At about 1 minute, 15 seconds
from power up the user will
hear a beep and be asked if
colors are displayed properly.
Press<Y> for yes and to
continue.
A HD test and memory test
will start and run in parallel.
When the memory quick test
finishes the HD self test
results are displayed.
5
If ePSA says that
the hard drive
passes and the
system will not
boot, a likely
problem is a
corrupt or
missing
operating
system.
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Overheating/Shutdowns-Considerations
Overheating and intermittent shut down may be
a result of clogged parts due to dust or debris.
Clean the clogged parts by blowing air directly into the fan exhaust
port (either by blowing with mouth or using canned compressed
air).
The air must be sent directly into the heat sink port. This is
always on the sides or back of the machine.
Limit duration of the compressed air (short 2-3 second
intervals) excessive spooling (RPM) of the fan.
If you cannot get compressed air into the exhaust port, place a
vacuum hose on the intake port to extract the debris from the
bottom of the system.
On high performance machines such as XPS and
Alienware, there may be more than one heat sink/fan.
Power Supply Units (PSUs)
Verify the power source
with another electrical
device.
Verify that the power
supply works by
unplugging it from the
computer but keeping it
plugged into the outlet.
Most PSUs have a simple
diagnostic LED (Off,
Amber, Green) for
troubleshooting:
Green working
Blue working
Off-reseat the
connectors on the
power supply and the
system and swap power
cord with known good if
possible
Amber-May be faulty,
but further
troubleshooting required
Power Supply Units (PSUs)
If reseating the
connection does not fix
the issue, try resetting
the power supply
Unplug it from the wall
outlet and from the system.
Allow it to sit for about 2
minutes so it will reset.
Reconnect it to the system.
Amber-May be faulty, but
further troubleshooting
required.
If the power supply
tests good
ISOLATE the power supply
by removing internal
connectors, power
connectors, or the cable
harness.
Continue troubleshooting
by reconnecting devices
one at a time to identify the
failed component
(hard drive, optical disk
drive, PCI cards, etc.).
System Board- Troubleshooting Steps
Use the indicators below, and
the product documentation to
determine system board faults:
Diagnostic LEDs
Power Button LEDs
One quick way to verify a bad system
board is to remove the DIMMS.
If 4 beeps are not heard during power
on, the system board is bad.
Beep Codes
Display-Considerations
Display problems should
be isolated to the LCD or
the video adapter.
Symptoms of LCD or
video adapter failure
include:
Caps lock, num lock,
and scroll lock LCDs
respond to their
respective keys even
though the LCD
remains blank.
Windows start-up
sounds play, but the LCD
remains blank.
The display is jittery,
distorted, or flickers and
powering up or down.
If the display is working
but is displaying
distorted lines, softwarerelated problems can be
eliminated by running in
safe mode. In safe mode,
software-related
problems will disappear.
LCD-Steps
Most Notebooks have
an LCD BIST which
runs independently of
the video controller
which can be run
through:
ePSA Diagnostics
Standalone LCD BIST
If the display is
working but is
displaying distorted
lines, software-related
problems can be
eliminated by running
in safe mode. In safe
mode, softwarerelated problems will
disappear.
Using an external
monitor is
not adequate
troubleshooting;
however, the use of
an external monitor
can help isolate a
display problem.
If the problem
resolves on the external
display, it is likely the
video adapter.
If the problem persists
on the external display, it
is likely the LCD.
Recommended
Tools
Dell provides a recommended list of tools for
field technicians. The tools included in this list
are standard industry repair technician tools,
and will likely be needed during field service
for Dell products. Please review this List,
which is a current list as of January 1, 2013,
and use it as a guideline going forward.
***Important- You can always find the most
current Recommended Toolkit located in the
Quick Links in Dell's learning management
system.
Recommended Tool List
Tool
Comments
#0, #1, #2 (8”) Cross-tip (Phillips) 90% of screws covered by these two screwdrivers. Do
Screwdriver
not use metal screwdrivers on plastics
¼” Slotted-tip Screwdriver 6”
Variety of sizes is preferred 1/8” – 3/16”
Hex Drivers
3mm, 5.5mm slim line, 7mm driver, and 7mm slim line
Torx Driver
Need T5, T8, T10,T15, T20, T25, T8 short right angle,
and T8 long right angle
Anti-Static Mat and Wrist Strap
Prevents electrostatic damage
Linux Live bootable CD
Allows boot to an alternate OS environment ***ESF 1
and 2 only
USB key 4GB
EPSA or OMSA live with 32 bit diags
Plastic Scribe
Used to loosen plastic/rubber parts, Dell P/N 2N558
Flashlight
For visibility
Portable
***EMC LVL 2 ESF only
Other Recommended Tools
Also Recommended
7/16 inch open ended wrench
11/32 inch open ended wrench
5.5 mm open-end wrench
Socket set
Magnetizer/Demagnetizer
Dell Consumables Kit
USB Key 4GB
Small container for spare screws
Long nosed, Needle-nose and
diagonal pliers
Hemostats
Wire cutters
Precision Screwdriver Kit
4” Adjustable Wrench
8” tie-wraps
Laser compatible vacuum
cleaner(*)
Parts retrieval tool
Wipes and Large Ziplock bags
Masking tape and rubber bands
Comments
Seldom used but common size, if needed
Seldom used, if needed
For paper alignment adjustment in hi-end lasers
With common sizes such as 5mm and 7mm.
To magnetize screwdrivers
Only available in the ABU through DSP PMO Offices
Strongly recommended for all techs
For example, pill container
For use in tight places
For handling e-clips, cir-clips and roll-pins in tight
places
For cutting tie-wraps or wire
Small size convenient on portables
Useful for small square and hex nuts
As required
Must have filtration system qualified to handle toner
particulates ***Printers Only
Spring loaded, flexible shaft preferred; used to retrieve
a screw or other parts
***Printers Only
***Printers Only
Technical
Resources
Drivers and Downloads
Reasons for updating
device drivers and
firmware:
Increased system
performance
Patch security risks
Expand compatibility
Additional features
Bug fixes
As directed by a
Dell Support
Service Alerts
Dell Support Center’s
automated update and
notification Alerts:
Help keep the system up
to date and running
efficiently.
Detect when you are
connected to the
Internet and
automatically check for
items that are relevant
to your system.
Includes software
upgrades, drivers, and
patches.
This course is
designed to provide
collective
information across
all Alienware
systems. For specific
product information
on each Dell system,
refer to the course
materials for the
system you require.
NEED TO KNOW
NEED TO KNOW OBJECTIVES
The following section details procedures for:
 Alienware Notebook Need to Know callouts
 Alienware Desktop Need to Know callouts
By the end of the section, Students should know:
 The disassembly/reassembly procedures demonstrated
 Specific callouts for each Need to Know, where highlighted
Alienware M14x R2 HDD Disassembly
1. Loosen the three captive
screws securing the hard
drive bracket to the system.
2. Use the tab to pull the hard
drive bracket upward slightly,
gain access to the HDD cable
and disconnect the cable
from the Hard Drive.
3. Remove the four screws
securing the hard drive
bracket to the hard drive.
4. Remove the hard drive
bracket from the hard drive.
Alienware M17x R4 - First Hard Drive Disassembly
1. Loosen the three captive
screws securing the hard
drive bracket to the system.
2. Use the tab to pull the hard
drive bracket upward and
remove it from the system.
Alienware M18x R2 – Disassemble all Hard Drives
1. Disconnect the hard drive FPC
from the system board.
2. Loosen the four captive screws
securing the hard drive Assembly
to the System Chassis.
3. Pull the Hard Drive Assembly
upward and remove it from the
system.
4. Remove the Hard Drive Connector
from the Hard Drive Assembly.
5. Remove the four screws securing
the first Hard Drive to the Hard
Drive Assembly.
6. Remove the first Hard Drive from
the Hard Drive Assembly.
7. Remove the four screws securing
the second Hard Drive to the Hard
Drive Assembly.
8. Remove the second Hard Drive
from the Hard Drive Assembly.
9. Remove the four screws securing
the third Hard Drive to the Hard
Drive Assembly.
10. Remove the third Hard Drive from
the Hard Drive Assembly.
Alienware M18x - R2 Hard Drive Filler
The Alienware M18x R2 supports
up to 3 SATA Hard Drives,
besides the mSATA Solid State
Drive.
The Hard Drive cage can house
3 SATA 2.5" Hard Drives,
however in scenarios where the
system was purchased with 1
Hard Drive, the rest of the slots
in the Hard Drive cage will
comprise of a Filler.
The Filler is equipped with 4
screws which can be used to
secure a Hard Drive if the Hard
Drive configuration on the
System is upgraded in future.
The following image illustrates
the Hard Drive Cage filler with
the 4 screws.
Alienware M17x R4 - Graphics Card
1. Disconnect the IO board FPC
from the system board.
2. Remove the five screws
securing the IO board in
place.
3. Gently lift the left edge of the
IO board upward.
4. Release the IO board from the
port connectors on the right
and remove.
5. Disconnect the IO board FPC
from the IO board.
Disassemble and Reassemble nVidia GFX card Support Plate
1. Locate the Support plate on the
bottom-side of the GFX card.
Remove the 4 pins.
Removal of Support plate may
be difficult as bonding material
needs to be softened with heatsource.
Should the Support plate get
warped or damaged during
removal, a new Service kit with
GFX card AND Support plate will
need to be dispatched, as the
heat sink module will not have
a firm seating, leading to
thermal issues.
2. Prepare to reassemble the new
GFX card and Support plate by
inserting the 4 support pins in
the holes
APJ and LATAM regions which do not use service kits,
will need to dispatch both the GFX card AND the Support
Bracket for a service incident.
3. Align the Support plate against
the holes and press down the
Support plate
Alienware M18x R2 – I/O Board
1. Remove the four screws
securing the Graphics Card
thermal unit to the Graphics
Card.
2. Remove the MXM support
plate from the back of the
Graphics Card.
Alienware M18x R2 - LCD Disassembly
1. Disconnect any antennas
connected to installed wireless
solutions and remove the
antennas from the routing
channels. Disconnect the DMC
board cable.
2. Remove the four screws securing
the LCD assembly in place. Turn
the system over.
3. Peel the Crossfire cable away from
the palm rest.
4. Disconnect the Crossfire cable
from the system board.
5. Disconnect the other end of the
Crossfire cable.
6. Disconnect the LED logo board
cable.
7. Disconnect the LVDS cable.
8. Remove the LVDS cable and LED
logo board cable from the routing
channels.
9. Pull the antennas through the
opening from the bottom of the
system.
10. Remove the two screws securing
the LCD assembly in place.
11. Flip the LCD assembly to an acute
45° angle, and remove.
Alienware Desktop —Right Side Panel
Alienware X51
1. Locate the Right Side Cover.
2. Remove the screw securing the
Right Side Cover to the System
Chassis.
3. Disconnect the Right Side Cover
lighting board cable from the Front
I/O Board.
4. Gently push the Right Side Cover
towards the front of the system.
Exert enough force to just release
the Right Side Cover.
5. Push the Right Side Cover towards
the rear of the System to reveal
the lighting board cable routing.
6. Unroute the lighting board cable
from the routing gap in the System
Chassis.
7. Remove the Right Side Cover.
Alienware X51—Top Plastic Removal
Alienware X51
1. Locate the Top Cover.
2. Remove the screw securing
the Top Cover to the System
Chassis.
3. Slide the Top Cover towards
the rear of the System
Chassis.
Alienware X51—Bottom Cover
Alienware X51
1. Remove the screw securing
the Bottom Cover to the
System Chassis.
2. Grasp and release the Bottom
Cover tabs on left and right
towards the front of the
System Chassis.
3. Slide the Bottom Cover
towards the front of the
System Chassis and remove
the Bottom Cover.
Alienware X51—Lighting Board Cable
Alienware X51
1. Remove the screw securing the
Right Side Cover to the System
Chassis.
2. Disconnect the Right Side Cover
lighting board cable from the
Front I/O Board.
3. Carefully and gently push the
Right Side Cover towards the
front of the system. Exert
enough force to just release the
Right Side Cover.
4. Push the Right Side Cover
towards the rear of the System
to reveal the lighting board
cable routing.
5. Unroute the lighting board
cable from the routing gap in
the System Chassis.
6. Remove the Right Side Cover.
Alienware X51—GFX Card Clamp
Alienware X51
1. Carefully press down the
Graphic card clamp to release
the clips from the Riser card
assembly, and pull upwards
to remove
2. Unlatch and rotate the
Retention piece on the Riser
card assembly
3. Push and hold down the PCIe
release tab located on the
Riser card
4. While holding down the PCIe
release tab, lift the Video card
away from the Riser card
Do not remove the screw on
the Graphic Card Clamp. The
screw is to adjust the size of
the clamp based on the
thickness of the Graphic Card.
The size of the clamp is set by
default from the factory.
Alienware X51—GFX Power Cable
Alienware X51
Symptoms which may occur when the
Graphic card cable is not routed
through the Cable Retention Hook:
o
o
o
o
No Video
Black Screen or No Boot
Auto shut down
Fan Noise
These symptoms are caused by the
Graphic card cable obstructing the
Graphic card fan
1.
Remove the side cover of the chassis,
and inspect the gap for Cable
Retention Hook on the Riser Card
Assembly.
2. Remove the 2 screws securing the
Riser Card Assembly to the Chassis.
3. Flip the Riser Card Assembly to access
the Graphic Card.
4. Route the Graphic Card Power Cables
through the Cable Retention Hook.
5. Reassemble the Riser Card Assembly
and ensure the Graphic card power
cable is visible through the gap of the
Riser card assembly.
Alienware Aurora R4
Alienware Aurora R4—Optical Drive Bay
1.
Locate the ODD Bay Cover.
2.
Press the two tabs inward to
release the cover and remove
it out of the chassis.
3.
Release the theater lighting
battery cable from the clips.
4.
Disconnect the internal
theater lighting battery cable
from the Master I/O board.
5.
Press the release latch and lift
up the battery cover.
6.
Remove the battery cover.
7.
Remove the batteries.
The two AA sized rechargeable
batteries located inside ODD
Bay Cover which powers the
white LEDs inside the chassis
Alienware Aurora R4—HDD Fan
Alienware Aurora R4
1.
Disconnect the hard drive fan
cable from the master IO
board.
* Make note of the cable
routing before disconnecting
the cable.
2.
Push the cable through the
routing hole.
3.
Pull the hard drive fan out of
its bay.
Removing the HDD on the top
right hand corner
(The HDD just below the fan
cable routing hole)
will make it easier to unroute
and withdraw the cable from
the routing hole.
Alienware Aurora R4—Liquid Cooling
Alienware Aurora R4
1.
Remove the 4 captive screws
securing the fan to the
chassis.
2.
Disconnect the SYS Fan and
the CPU Pump cables
connected to the Top
Lighting Board.
3.
Loosen the 4 screws securing
the assembly to the system
board.
4.
Remove the Liquid Cooling
Assembly from the chassis.
Alienware Aurora R4—System Board
Alienware Aurora R4
Pay attention to the labels on the System Board to ensure that
the cables are re-installed to their respective connector
1.
Disconnect the Processor
Power Connector (PWR2)
and the CPU Fan Cable
Connector (CPU_FAN) from
the System Board.
2.
Disconnect the Main Power
(PWR1), Front USB (FUSB3_0)
and SATA (SATA1_2, SATA3_4
and SATA5_6) connectors
from the System Board.
3.
Disconnect the Front Panel
(FRONT_PANEL), both USB
(USB1 and USB2) and Front
Audio (FRONT_AUDIO)
connectors from the System
Board.
4.
Locate and remove the 8
screws securing the System
Board to the chassis.
5.
Remove the System Board
from the chassis.
Alienware Aurora R4—Master I/O Board
Alienware Aurora R4
1.
Free all the cables from the
securing plastic clips.
2.
Disconnect all cables from
the Master I/O Board.
3.
Remove the 4 screws
securing the Master I/O
Board.
4.
Lift the board out of the
system at an angle.
Pay attention to the labels on
the Master I/O Board to ensure
that the cables are re-installed
to their respective connector.
The cables will need to be
routed properly to prevent
potential thermal issues.
Alienware Aurora R4—Top Lighting Board
Alienware Aurora R4
1.
Locate the Top Lighting
Board.
2.
Disconnect all the cables.
3.
Remove the 4 screws
securing the board and
remove the board from the
system.
The Lighting Board is a unique
feature, only found in the
Alienware chassis
Alienware Aurora R4—Cover
Alienware Aurora R4
1.
Locate the fixed upper panel.
2.
Locate and remove the screw
in the compartment beside
the Master I/O Board.
3.
Shift the panel forward to
release it from the latches.
4.
Pivot the panel down and lift
it off the system.
5.
Remove the panel.
The panel on the right hand
side of the system chassis is
called the Fixed Side Cover.
Alienware Aurora R4—Lighting Board
Alienware Aurora R4
1.
Disconnect the Lighting
Board cable connector from
the Master I/O Board.
2.
Unroute the cable and run it
through the routing hole.
3.
Remove the 3 screws
securing the Lighting Board.
4.
Remove the Lighting Board
and carefully work the cable
out through the routing hole.
Take note of the connector
when disconnect the lighting
board cable connector from
the Master I/O Board.
Alienware Aurora R4—Bottom Trim
Alienware Aurora R4
1.
Locate and remove the screw
near the power supply that
secures the lower panel to
the chassis (remove the
power cabling to gain access
to the screw).
2.
Locate and remove the screw
between the hard drive cages
at the bottom of the HDD fan
compartment that secures
the lower panel to the
chassis.
3.
Slide the lower panel towards
the front of the system, to
release it from the retainer
tabs.
4.
Lift the panel away from the
computer.
The Right Side Bottom Trim is
also known as the Fixed Side
Cover Lower Panel
Alienware Aurora R4—Front Bezel
Take note of cable routing and connector labelling:
There are three front bezel cables from the Master I/O Board.
Cable labelled HEAD1 is at position 3
FRONT_RIGHT and FRONT_LEFT are used by the Optical drive sensor
ODD_SW 19 and ODD_LED 20 are the LED cables
Alienware Aurora R4
1.
Loosen the cables from the
clip below the optical bay.
2.
Locate and disconnect the
HEAD1 cable, the Optical drive
sensor cables and LED cables.
3.
Unroute the cables from the
cable clips.
4.
Locate and remove the 3
screws on the left side
securing the front bezel.
5.
Locate and remove the 4
securing screws from the
bottom of the bezel.
6.
Locate and remove the 3
screws on the right side
securing the front bezel.
7.
Carefully pull the front bezel
away from the system.
8.
Withdraw the front I/O panel
cables from the routing hole.
Alienware Aurora R4—Front I/O Panel
Take note of connector labelling when installing/disconnecting
Alienware Aurora R4
1.
Remove the plastic covering from
the side of the I/O panel.
2.
Disconnect the internal USB cable
and the cable from the connector
labelled FRONT_PANEL from the
system board.
3.
Disconnect the cable from the
connector labelled FRONT_AUDIO
on the system board..
4.
Free the cables from the cable
routing assembly.
5.
Disconnect the front USB 3.0
cable from the system board
connector labelled FUSB3_0
6.
Free all the cables from the main
cable routing trunk.
7.
Disconnect the cable connected
to the Master I/O Board at position
8 labelled BLINK.
8.
Remove the 4 securing screws
from the I/O panel.
9.
Carefully move the I/O panel away
from the chassis.
10. Withdraw all the cables from the
routing hole and remove the I/O
panel.
Alienware Aurora R4—Top Vent
Take note of connector labelling when
installing/disconnecting
Alienware Aurora R4
1.
Disconnect the active vent cable
connectors labelled VENT_SW
and VENT_MOTOR1 and
ACTIVE_VENT from the Master
I/O Board.
2.
Open the main cable trunk, and
unroute all the cables connected
to the vent.
3.
Remove the drive power cables,
and push the drives forward
4.
Remove the 10 screws securing
the vent assembly to the chassis.
5.
Remove the 3 screws on the top
securing the vent assembly to
the chassis.
6.
Remove the covering panel
located on the top left hand
corner of the system.
7.
Lift the front end of the vent
panel and hold in place
8.
Withdraw all the cables from the
routing hole and remove the top
vent.
SUMMARY
You are now able to:
o Explain the positioning of the Alienware
portfolio and list the products
within the portfolio
o Define safety and troubleshooting best
practices, state commonly required tools, and
list additional technical resources available
o For each of the identified Need to Know
procedures, recall the disassembly and
reassembly procedure demonstrated.
Prior to Certification
Prior to Certification you should:
o
Ensure you are fully comfortable with all of the material
presented in this course, especially the information in
the Fundamentals and the Need to Know sections.
o
Explore the product documentation for each of the
product families presented in the Products Portfolio
section of this course.
o
Explore the disassembly and reassembly procedures in
the Need to Know sections for components with which
you are unfamiliar.
PROPERTIES
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